Technical service agreement
The agreement governing technical service delivery on the eSIM Go platform.
Definitions
eSIM Go Management Portal
eSIM Go User Interface which can be accessed through a desktop web browser and enables the partner to view dashboards and individual eSIM information.
eSIM Go Management API
Interface used to manage eSIM’s and mobile data bundles and is connected to the Shopify Application.
End-User
Means an individual user of the eSIM service provided by the partner.
End-User Data
Any data that identifies an End-User and may be used to identify that End-User.
Partner / Customer
The contracting party with eSIM Go providing the eSIM service to their End-Users.
Platform & Service
The end-to-end service provided by eSIM Go to the partner. Including eSIM provisioning, QR code generation, data roaming services, management API and Shopify Application.
Support Requests (Service Requests)
Requests made by the customer to the support team for technical queries and enquiries.
Product Request (Change Request)
Requests made by the customer to the product team for additional feature requests.
Knowledge Base / Help Centre
The help centre provided by Zendesk for providing hosting for FAQ articles.
Zendesk
Is the ticketing and helpdesk system used by eSIM Go.
Unused Bundle
A bundle which is purchased, where no data has been consumed.
Executive Summary
eSIM Go provides a complete self service API for enabling eSIM data roaming solutions through its eSIM Go Management Portal and API. The solution enables eSIM Go partners to sell and manage mobile data packages using eSIM technology.
This Technical Service Agreement sets out to define:
- eSIM Go’s support and product services
- Details on how to interact with eSIM Go as a customer
Service Description
eSIM Go provides a tiered support service for its customers. Customers are required to fulfil the role of first line support where end users will contact and query.
The Support Team
First Line Support
First line support is the responsibility of the partner. The partner is expected to provide services to end-users for tasks including, but not limited to, eSIM installation and configuration, handset compatibility, and other basic end user enquiries.
First-line support refers to the initial support provided to an end user to assist them in troubleshooting any issue that they may raise.
It is the responsibility of the partner to provide first-line support services as an eSIM vendor. You will be expected to identify and subsequently provide the end user with advice to aid in resolving basic problems arising due to activation, configuration, and other questions.
Support tickets should only be raised to eSIM Go when it has been determined that there is a technical or connectivity issue which cannot be resolved without eSIM Go support. Tickets should not be raised to eSIM Go to aid with identifying first-line end user faults.
The below flow chart will assist in providing solutions for common end user issues.
To assist in troubleshooting eSIM Go has put together a guide on how some of the most common issues can be handled.
https://help.esim-go.com/hc/en-gb/articles/14668061743121-First-Line-Troubleshooting-Guide
Second Line Support
Second line support is undertaken by eSIM Go when a technical issue or fault has been investigated according to guides in First Line Support above and no solution has been identified and so needs to be escalated.
The Product Team
A dedicated team of product specialists that analyse requests made from customers to improve the overall product providing.
Service and Platform Support
Service and platform support includes the availability of the eSIM Go platform, the Management Portal and network-related faults or reasonable issues that may occur.
eSIM Go monitors and has alerting to detect potential issues or outages. If an incident occurs, customers are notified via the status page (details of which can be found below) and email if subscribed to status page notifications. Customers are supported by a NOC team dedicated to resolving issues on first contact. Beyond the NOC, additional developers, engineers and product specialists liaise with the NOC when more specialised support is required.
eSIM Go will supply and support the following eSIM Go platform elements:
- eSIM Go Management Portal
- eSIM Go Management API
- Knowledge Base / Help Centre
- eSIM Go Status Page
Support from eSIM Go will include:
- Managed Second Line Support Service
- Knowledge Base / Help Centre
Provided Services
eSIM Go Provided
eSIM Go will handle the following request types from the customer and customers end-users.
Support Request (Service Request) Ticketing
Tickets to support technical or functional clarifications and/or low-complexity configuration changes.
Invoice/Billing Request Ticketing
Billing-related clarifications.
Customer Provided
The customer will support and handle the following requests and queries.
End-User First Line Support
The customer is responsible for providing first line end-user support services.
End-User Billing
The customer is responsible for providing all end-user billing and all billing and refund related enquiries.
eSIM Go Technical Stack
eSIM Go technical stack includes a range of applications brought together to produce the overall offering. The following sets to define in brief each element and provide resources for access to additional information.
eSIM Go Management Portal
It is not a requirement for customers to access or use the eSIM Go management portal, but it remains available should it be needed.
The management portal provides data about the end-user eSIM, the last known eSIM location and options to send an SMS to the eSIM and refresh the eSIM.
Information regarding the end-user bundle is also available in the portal. And the ability to either revoke or add additional bundles to an eSIM manually.
The management portal provides to the customer the ability to configure their API token and webhook settings.
eSIM Go Management API
eSIM Go provides a management API for access to the same level of control as with the user interface. Documentation provided through our API development interface provides a wide range of examples and information on interacting with our service through the API.
These services allow for customers to produce applications for end-users. Customers can leverage a range of endpoints to build business intelligence within their own applications.
eSIM Go Status Page
eSIM Go status page shows systems current status, notifications and posts for any current incidents or maintenance, and provides a subscription service for email updates.
Knowledge Base / Help Centre
eSIM Go provides the customer with access to knowledge base articles covering use of both the management portal and the API. Customers are welcome to use articles as the basis for their own or refer to these articles as required for the purpose of solving technical issues.
eSIM Go will publish new knowledge base articles and publish to the knowledge base when able and suitable. Customers are welcome to raise requests with eSIM Go to suggest articles for improvement.
eSIM Go will make reasonable efforts to ensure the data contained within the articles is true and accurate. Any inconsistencies or mistakes that may result in eSIM Go partners being adversely impacted is not the responsibility of eSIM Go. Our partners should always ensure to do their own due diligence on information presented to the end user.
https://help.esim-go.com/hc/en-gb
Service Request Types
Support Request (Service Request)
First Line Support Request
Tickets raised are expected to have been treated by the first-line support provided by the customer.
Second-Line Support Request
Second-line requests are raised after the customer has provided first-line support to the end user. Once the customer has exhausted all first-line support options eSIM Go will provide second-line assistance. Customers should use the web form provided to raise issues with the eSIM Go second-line support.
Any and all information appropriate to the issue raised should be included. Where information can be filled on the web form it should be included in the appropriate fields.
Customers should ensure to set priority appropriate to the issue being raised. An issue priority matrix is provided in this document.
See Raising a Ticket for details of the form to fill.
Billing/Invoice Requests
The customer will submit any billing or invoice requests to the billing team through the email provided below. Due to the sensitive nature of some information that will find its way into these communication our billing team will liaise directly with any customers with the email below.
Please contact our billing department from an email address registered with your Management Portal account. This will ensure the quickest response to any queries. Queries for billing purposes should be directed toward billing@esim-go.com
Service Level Agreements
eSIM Go will provide an equal level of support through incidents to all customers. To assist us in optimising how we handle tickets we provide a range of information below to ensure that our customers can best engage with the support services.
Hours of Operation
Urgent / High Priority
24/7 - When an Urgent or High priority ticket is raised, the 24/7 on call engineer/s will automatically be called out and will investigate and respond inline with the agreed response times below.
Abuse of this service may result in call out charges, alongside a review of access to raise Urgent or High Priority tickets.
All other inquiries
09:00 - 17:00 UK Business Hours, excluding public holidays in the UK
Priority Levels
There are four classifications to ticket priority, this is driven by Zendesk's inbuilt priority.
Urgent: Full outage of the eSIM Go platform impacting all eSIM Go customers and their end users.
Critical security incidents or risks.
High: Partial impact on the eSIM Go end-to-end solution, affecting its performance and time to fulfil requests.
Data roaming incident impacting an entire country and service impacting multiple End-Users
Normal: Single end-user incidents or queries about end-user issues. General enquiries about the API or any other part of the technical stack.
Low: General technical enquiries about the eSIM Go product range.
Response Times
All response times are indicative, eSIM Go will use reasonable endeavours to adhere to these response times in all cases.
Urgent: Support is open 24x7, target response time: 30 Minutes. Target recoveries times: 1 Hours
High: Support is open 24x7, target response time: 1 Hours. Target recoveries times: 2 Hours
Normal: Support is open 8x5, target response time: 4 Hours. Target recoveries times: 8 Hours
Low: Support is open 8x5. target response time: 16 Hours. Target recoveries times: N/A
End User Support
eSIM Go Partners
End users of eSIM Go API partners should always use the partner directly for support services and raising any issues. The partner should use the appropriate escalation channels if there are issues beyond single users.
Powered by Breeze
End Users for Powered by Breeze partners should use the normal support channels for raising issues offered through the branded help centre. If end users are dissatisfied with the service received they should contact the email address below for raising a complaint. This email address is available to end users in the Terms and Conditions hosted on the Powered by Breeze web store.
Misuse of Services
This section is not exhaustive and should be ready in conjunction with any acceptable use policy or mandatory flow down terms published by eSIM Go from time to time.
For repeated misuse of the service or platform, eSIM Go reserves the right to take steps to protect the integrity of our services and operations, in accordance with our prevailing terms of service.
Platform Service
eSIM Go runs a real time service wherein requests made to eSIM Go are made to our suppliers and partners in real time. We ask our partners and customers to engage in the same methodology of approach to application and API development.
Frequent and consistent polling of services is not allowed, we respectfully request our customers and partners to only make requests when information or data is required. We will work with our partners to best solve these issues.
Examples include, but are not limited to; Catalogue information is static and changes only when rate changes are made. This information should be stored and referenced locally.
eSIM status should only be queried for when required to be displayed to the user or when a user refreshes for the information.